You may cancel your order for any reason up to 30 days from the date on which you receive the Delivery Confirmation, by notifying us of your decision to cancel using the following contact details: by using the contact form on our website, or by emailing us at [email protected] To meet the cancellation deadline, it is sufficient for you to have sent your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you have been charged for any items, we will process a refund, which will include the cost of standard delivery to the original delivery address. Please refer to our Returns and Exchanges Policy in our Buying Guide for further information.
You do not have the right to cancel the Contract when it is for the delivery of any of the following three categories of “Excluded items”:
1. Items that have been made to your specifications or clearly personalised.
2. Sealed products, once they are unsealed/unwrapped after you have received them
3. Sealed items that are not suitable for return for health protection and hygiene reasons, and that have been unsealed after delivery, or if the hygiene label is no longer in place.
When you receive the items, you may handle them to establish their nature, characteristics and functioning. Acceptable handling of the items is that which would reasonably be allowed in a shop. Items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and any labels or tags must be intact. If your handling goes beyond what is acceptable and the items are damaged or diminished in value, we may deduct from the amount we reimburse to you, or you may be liable to us for, an amount equal to the diminished value of the items.
Please return the items using or including all their original packaging, instructions, and other documents, if any, accompanying the items.
To return an item:
After examining the items, we will inform you of whether you have the right to reimbursement of the amounts paid. Delivery costs will be reimbursed when the right of withdrawal is exercised within 14 days and all the items which the relevant parcel consisted of are returned. The refund will be paid as soon as possible and, in all cases, within 14 days from the date on which you notified us of your intention to cancel. Notwithstanding this, we may withhold the reimbursement until we have received the items back, or until you have supplied sufficient evidence of having sent back the items, whichever is the earlier. The refund will always be paid using the same payment means you used to pay for your purchase.
You are responsible for the cost and risk of returning the items to us, as indicated above.
If you have any questions, you can contact us by mail : [email protected]
Returns of defective items
If the item that you have received is defective, please notify us through the contact form on our website, or by emailing us at [email protected], and return the item in accordance with the
Returns Methods described in a) or b). Please provide proof of purchase, for example a copy of the E-ticket attached to the Delivery Confirmation. We will examine the item and if we deem it to be defective, we will provide a full refund including delivery charges, and the refund will be paid using the same means of payment that you originally used to pay for your purchase. These provisions do not limit any applicable statutory rights.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your order within 14 days, without giving any reason, although please note you have no right to withdraw items that are classed as ‘Excluded Items’ as mentioned above. The withdrawal period is counted from the day of the delivery of the last item(s) in your order.
The easiest way to exercise your right of withdrawal is to contact us through the contact form on our website, or by emailing us at [email protected], and returning the goods to us using one of the
returns methods described above.
However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order before the withdrawal period has expired.
You may also use the model cancellation form as set out in the Appendix to these terms, although it is not obligatory.
Effects of withdrawal
We will refund all payments received from you, including the costs of our standard delivery option to the original delivery address, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees.
We may withhold the refund until we have received the items back, or you have supplied evidence of having sent back the items, whichever is the earlier.
You must send back the items or hand them over to us without undue delay, and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. Please use one of the returns methods described above. If you do not use one of these returns methods, you will need to bear the cost of returning the items to us.
You are only liable for any diminished value of the items resulting from their handling, other than that which is necessary to establish the nature, characteristics and functioning of the items.